That is not acceptable at all nor ok to do a suite upgrade knowing you cannot really accommodate it in a proper timeline. No manager evening coming out to apologize. Using suite upgraded, checking in through the app including adding our arrival + departure times then arriving to this its not acceptable especially with no true apologies or even an offer to just buy lunch, additional points, something. which in no way is an apology or excuse as a loyal customer should hear. When arriving the room wasn't ready for an early check-in & still wasn't ready until after 3pm which 3pm is regular hotel check-in into a different suite because the suite assigned wouldn't be ready until after 5pm. Got upgraded with my request to using suite night awards a few days before arriving in Mexico City. They say the suites have been updated however they have not. The hotel is outdated & needs some serious renovations + maintenance overall. It's hard to believe it's apart of the Marriott portfolio. As a titanium member super upsetting & will not return to this hotel. Overall horrible experience with disrespectful do not care attitude customer service.

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